B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.19

2.2 Rating 2,596 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,596 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 27%
Accurate And Undamaged Orders	Greater than 64%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About B&Q:

From DIY specialists to builders and beyond visit B&Q for all your home and garden supplies and advice on all the latest design trends. B&Q’s website has over 12,000 products that you can buy directly and over 25,000 products you can reserve to collect later. B&Q have a huge range of home and garden ,kitchens, bathrooms, bedrooms, paint, power tools, lighting and many more.

Visit Website

Phone:

0845 609 6688

Email:

d.noble@diy.com

Location:

B&Q Customer ServicesCatesby Business ParkWhite Rose Way
Doncaster
DN4 8DG

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119

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“From start to finish nightmare small kitchen to fit only units I had already cleared out the old units I was told 3/4 days to fit units no appliances no plumbing no electrics to be done only units to fit the job went on for nearly four months yes I did not make a writing error I did say nearly four months and must have had 5 fitters over this time to sort out the mistakes badly fitted units to walls wrong size units delivered cuts all out of shape many deliveries and collections of wrong /broken goods some of the fitters did not have a clue and said to me that they had not fitted some of my type of units before what a joke they are sent round by B&Q and I was told they were some of the best fitters they have we did get a small discount after some time saying we will go to court for stress related illnesses please avoid at all costs lowestoft”

Helpful Report

Posted 7 years ago

“I am totally disgusted and will never get home delivery again. A few cupboard doors were delivered on a pallet and the driver wanted a man available to off load it. Nothing said about this when I ordered it.”

Helpful Report

Posted 7 years ago

“Customer service and quality regarding a faulty kitchen was dire. Kitchen delivered in October 2017 and still dealing with Head Office as over 90 per cent of kitchen being faulty. I have been offers £300 compensation as a good will payment after spending £13250! Total disinterest in any problem I have with a terrible experience. If you value your sanity do not deal with this company!!!”

Helpful Report

Posted 7 years ago

“B&Q needs to move with the times. When ordering anything online they then send you an email to say what day the items will be delivered. What's so shockingly poor is as a customer we are not given a time as to when this will be. So we are sat at home waiting for a delivery. With many other companies you get a text message to say your delivery will be between 8am - 12pm for example. We receive nothing from B&Q no time frame at all just to say the item will be delivered today. They need to get this sorted out! It's totally unfair and as a paying customer we need to know an estimated time of delivery or at least a time frame.”

Helpful Report

Posted 7 years ago

“Cancelled order for new bathroom due to ridiculous installation date. Asked b & q to cancel finance. Hitachi Finance tell us this was not done. Can't get anyone to sort this out. Now have finance in place and we are owed in excess of £600 deposit and survey fees. No-one at b & q seems to know what they are doing. Give customers misleading information about installation dates and then deliberately try and prevent cancellation. Homefit department don't contact customers in the timescale advised, useless. Bordering on fraud. We are still trying to get this sorted, get finance cancelled and get our money back. They tell us it's an IT problem, no it's just sheer incompetence. Don't use B & Q.”

Helpful Report

Posted 7 years ago

“Goods ordered didn't arrive. Double quantities of wall tiles arrive. A shower tray was out of stock and the so called project coordinator told me to ring around the stores to source another one. I'm still waiting for the second delivery of tiles to be collected 2 months later. The project team has been made redundant, leaving me with no contact person. The are manager told me I'd get compensation for the problems, nothing has happened. B&Q Homefit are the worst company I have ever dealt with. Customer service is zero. Don't ever use them.”

Helpful Report

Posted 7 years ago

“Here is my ongoing issue with B & Q... B and Q complaint – order number 1000494158 I am writing to bring to your attention a major issue and terrible customer service I have encountered with your B & Q store in Wallsend. We recently purchased a new kitchen, bathroom and ensuite and have encountered many setbacks since this was agreed. When finalising all plans for our kitchen, bathroom and ensuite we had agreed on everything and as the store was closing soon we were asked to go back and finalise the order, sort the finance out. When we went back, Gary Irwin, the gentlemen dealing with us and who has now left the company, had changed the bath we had agreed on which came to £350 for a one which was £750. Also we had requested a varnish which was £94 to be removed as we can purchase this elsewhere for about £25. He did this on the previous visit but when we went back it had been added on. This is an extra £494 which had been added onto our total bill, do staff work on commission? Luckily we realised and asked for this to be changed! Finance – it was declined on our joint account in my name so my partner put it in her name and gave her bank details. However when the direct debit came back it was for our joint bank. Is that normal procedure? We were given a delivery for all items due on Saturday February 10th 2018 so were looking forward to everything arriving, taking time off work to ensure we received the items. All 3 deliveries arrived and I spoke each to delivery driver and they told me 100% everything had been beeped off using the scanner on the barcodes. As ‘everything’ was delivered on Saturday 10th February we booked our kitchen fitter in Thursday February 15th – Sunday February 18th. We were not given any floor plans to give to the kitchen fitter. On Thursday February 15th the kitchen fitter started fitting units into place and soon realised that 397007125191 and 5397007125313 were both not included. Also the corner shelf unit arrived but the gentlemen who measured up our kitchen, Gary Irwin, did not take into account the boxed pipe unit in the corner of the wall therefore the kitchen fitter would have to cut the corner unit into shape! It will not be a nice finish, you will be able to see the boxed unit when opening the cupboard, and this was not explained to us. I rang the store up and explained the situation and staff were very abrupt saying ‘that isn’t how it goes’ and that there staff would never have told us we would get a unit to fit correctly into a boxed unit. I can guarantee that your now former employee did not say we would have to cut into the work unit! I had to take time out of work to get this mess sorted because I was paying labour for a kitchen fitter who couldn’t complete his work due to items being missing. The earliest delivery to get these two parts sent out were Tuesday 20th February, meaning I would have to spend more money getting the kitchen fitter back in and also taking time off work to ensure someone was in the house. Each time I rang the Wallsend store they couldn’t find my details and said I hadn’t placed any orders with them. Each time I rang, and I rang on 4 occasions, it took about 10 minutes to finally find my order. They had put a completely different post code in to what my post code actually is, how is that even possible to do? After discussions over the phone with a gentlemen called Paul this part was now sorted and work could continue the day after on other areas of the kitchen and now need not to worry. I rang B and Q the following day, Friday 16th February, to let them know the following after receiving a phone call from my kitchen fitter whilst I was at work; • Worktop for breakfast bar – 1200mm missing. • 1 full length door for 400mm base unit required to replace end draw and ¾ door as due to measurements being wrong the end draw wouldn’t function properly (would catch on door frame and only being able to open about 12cm) • Boiler – 2 oak gables were required for boiler wall unit • 1 deco end panel for wall unit required due to measurements being wrong yet again and having to use one elsewhere. I can understand one or two items being missing but this is now getting beyond a joke. I work 60 plus hours a week and don’t have the time to be chasing up something which is very basic and what your company will do thousands of times on a daily basis! After speaking to a lady called Molly she advised me she would look into our order. At first when I said that four items were missing from the order she started reading out items for the bathroom which made me get into a bit of a panic as I hadn’t even checked this stock yet. The breakfast bar was never even on the order! There should have been three wooden oak worktops on our order but only two were added on! The gentlemen who took our order, Gary Irwin, has actually left B & Q now and I spoke to Molly and a gentlemen called Paul and I was told there had been a few complaints in regards to his work since leaving, a bit coincidental. The rest of the above could be added on to our order but I was told they wouldn’t be able to send these out until March 1st 2018! I have paid for two kitchen fitter to work between Thursday 15th - Sunday 18th February but will now need to get them back out but do not know when they will be free as I booked them in a month in advance. Who will have to pay for this because of the mix ups from B & Q? That would fall to me and this isn’t cheap! I will also have a kitchen that will not be fully finished for the considerable future. Molly advised me that a duty manager would call me at 9am on Saturday 17th February to discuss my complaint. UPDATE from Saturday 17th February – after speaking with Mark the duty manager over the phone he advised me to come into store to discuss the situation. Another two items were missing on our order after checking the remainder of stock in my garage. Mark and a colleague rang a company that ‘delivered’ our items and said they had been scanned as delivered. I can say 100% these items were not delivered to my address on Saturday 10th February. Mark had sorted the valves and handles for me in store. I was shown the other options to quicken up the process for our breakfast bar, which had been left off the order despite being on the plans, and organised a discount rate which was highly appreciated. Mark had managed to get an order to receive the goods on the 22nd February rather than waiting until March 1st. Other missing items were all ordered and will be sent out on the 22nd of February. I appreciate that we were given discount on the work top bar and that delivery dates were brought forward. Mark said only one time it has happened where the delivery company have said they delivered the items but actually didn’t turn up but they haven’t turned up and we have had setback after setback. I believe that we are due financial compensation so we are not left out of pocket by inconvenience caused and by paying the kitchen fitter for extra days work. I look forward to your response. Thanks, Further updates… Further to the above I received two items on Tuesday 20th February 2018. The first, was a 3 drawer pack came and this is exactly what we already have. The actual draw and runners were not included, yet again, after asking for these to be added on Saturday 17th February with Mark the duty manager. The second item was supposed to be the full length 400mm door, again we have been sent exactly the same door/draw combo which cannot function due to wrong measurements by your staff! This item code was 5397007125313. We received an order on Wednesday 21st February, a unit and worktop which thankfully was correct. I rang up on Wednesday 21st February about the wrong delivery sent on the 20th and spoke to a gentlemen called Tony who was very helpful. He said he was sorry but another 3 drawer was getting sent to my house on Thursday but our 400mm full length door was also coming. How is it even possible to send the wrong door on 3 occasions!? The customer service has been absolutely shocking since we agreed to purchase our kitchen, bathroom and ensuite. Tony was helpful and logged everything on the computer and asked me to return all of the goods when suitable for me. He also said that the drawers and runners would be ready in store for me to pick up as they weren't even added onto our order! So we had a whole load of drawer fronts, but no runners or actual draws... I went into the store on Wednesday 21st February after waiting 45minutes in traffic to find out they couldn’t accept my returns as the systems had crashed, yet another load of time wasted. They kept two items that needed returned as they were too big to fit in my car. Spoke to a women called Kirsty who was helpful. She let me leave two items and wrote on my invoice and updated notes, were too big to fit in my car. Came back Thursday 22nd and surprise surprise systems were down... Spoke with Jack and tried to return goods but with system down I couldn't do this. Staff, young lad called Owen and a supervisor, had put in the system the items I had left in store and got asked to come back in on Saturday 24th February to complete returns. I arrived on the Saturday 24th February and I should have had 6 items ready to return, the system said I had 3 items to return! Basically the staff made me out to be a liar and demanded they check the cameras! I got it wrong in thinking I was owed refunds on a few products as I have had endless amounts of products sent out to me on different orders, was only due a refund on two corner pelmets (2 of the items they said I hadn't returned) and still needed to order and pay for a deco end panel (which was 'ordered' on Saturday 17th February with duty manager Mark) and at that time I didn’t need to pay for. With my bathroom about to get work starting on it on Tuesday 27th February I checked the ordered and everything on the sheet was there. I put my ensuite order to one side of the garage and my bathroom stuff to the other. Immediately I realised I have two taps to fit a bath and two sinks. So now the amount of missing items on my order are as follows; A tap 1 x wooden oak worktop 1200mm Clad on wall panel 400mm front door 2 x handles 2 x valves 2 x sets of draws and fittings Yet again I understand one or two items may be missing from an order but that is ten items, ten! An absolute joke! I rang up tonight, Monday 26th February, spoke to Jack who has been the only person helpful in this terribly stressful situation. He said sorry that the item was not on the list and that I should speak to Mark the duty manager tomorrow. Spoke to Mark on the phone on Tuesday 27th February and explained situation about the tap being missing. He has asked for me to come into store on Friday 2nd March to sort it out. Received tap at a reduced rate after going into store but still awaiting clad on wall panel and one other item!”

Helpful Report

Posted 7 years ago

“Took 7 separate calls over 3 hours on the phone at my own cost to get a refund on a door. Still on going and B&Q not refunding delivery charge of £10 after DX the company who delivered made the mistake. Every single customer sevice advisor promised a call back for an update which never came.”

Helpful Report

Posted 7 years ago

“Bad flawed wallpaper. What has happened to the customer is right. Will not shop at bq again”

Helpful Report

Posted 7 years ago

“So I wanted to buy a loft ladder, it is £100 on line with free delivery. Rang my local store and they had stock, I wanted to use my Diamond card to get a 10% discount and have it delivered, but no I had to drive to the store to use the discount card but I could still have it delivered. So a 10.8 mile round trip costing me fuel, time and money not to mention how we live in a green society, well except in B and Q world! So arrive at store and order loft ladder for delivery to be told there is normally a £20.00 delivery charge, but it would be reduced to £10.00? So there's my £10.00 discount gone plus the wasted fuel! Assistant told me well you got the delivery for half price! Decided to load the ladder into my car across the back seat (the leather seat was a worry!) and save the money. I could have brought the same product off Ebay delivered free, next time I will use my local DIY store for my needs and save money and time as they are more local. Maplin and Toys R Us have gone bust today, B and Q do you listen to your customers, you may be next, have you looked at your poor ratings?”

Helpful Report

Posted 7 years ago

“B & Q homefit are without a doubt the single worst company I have ever had the displeasure of dealing with. * 8 months to complete a bathroom installation to near satisfactory quality * Mutiple failed deliveries or wrong items delivered * Mutiple items badly installed in bathroom * A month and a half (and counting) to receive a promised cheque for compensation * Rude and incompetent manager at B & Q Homefir Diss Products are pretty good, but avoid Homefit like the plague people!!!”

Helpful Report

Posted 7 years ago

“worktops fitted badly, double oven /grill housing badly fitted both replaced by another fitter. electric point for fridge/freezer resited so we could gain access.”

Helpful Report

Posted 7 years ago

“You took an order for goods from your clearance garden section on 13th January. You e mailed confirmation of the order and payment went through. For two weeks I got texts regarding the ongoing delivery arrangements. You gave every impression the order was ticking through subject to getting a delivery date. As I was going away I then rang you to try and tie down the delivery date. At that point YOU told me you didn't have the goods, in fact hadn't even at the point of order, and could never have fulfilled it! B&Q cancelled the order, at that point, not me, I still wanted the goods. By keeping me under the impression you were fulfilling the contract for two weeks you took away my chance to buy from other retailers January clearance. You also were still advertising all the goods I ordered even after you cancelled my order! You took an order for goods you later told me could never have supplied, but I only found out because I contacted you . This is unfair. In fact you continued to text me updates on my delivery even 2 weeks after you cancelled it! I need to check my bank statement when it comes to be sure you actually refunded the money! I have e mailed you on 21st,24th twice ( the second after yet another text update on delivery)30thJanuary, 3rd, 5th ( still receiving delivery update texts on this date)9th and 22nd Feb asking you to supply similar goods and complete the order. I still have no answer. I have even asked for this to be referred upwards and was told it had been. I have repeatedly asked you to e mail me as I have no reception at work. Despite this you have called me unsuccessfully twice, but not actually replied with anything other than a " we will respond soon " e mail. It's a dismal dismal response. We are six weeks on and still no actual answer! I would give no stars if it were an option. Buyers beware. Just because your payment goes through , you get e mailed confirmation of order,and you get numerous texts regarding delivery dates B&Q may yet tell you they could never have delivered the order at all, having sat on your money until YOU chase delivery.”

Helpful Report

Posted 7 years ago

“Placed a click and collect order. Got home to find out they had given us the wrong size. Returned to store to find out they didn’t have the quantity required in the correct size. This took 40 minuets in the store. No quality control, no management!”

Helpful Report

Posted 7 years ago

“No phonecall for delivery so missed first time. Second time doors arrived in damaged boxes. Joiner came, One door had a hole through it! Took 4 days to get back to me. Stated I can either return doors or get a discount. Opted to return 1 and discount other damaged doors. Response 5 days later again through Facebook. Have to be when collecting and don't do weekend collections so had to take a days leave. The refund for the damaged doors was a massive £7! Basically a 3% discount. Said I wanted to take complaint further and they just told me to follow the same process again. Can now see why they have such bad reviews and will be taking my service elsewhere.”

Helpful Report

Posted 7 years ago

“I bought an item, which was delivered to the wrong building so I had to go on a hunt to try and find it. It was delivered to the building next door, I am not sure why. Then I wished to return the item and opted for a collection service which B&Q are supposed to provide. I wrote to them 4 times by email but didn't get a response. I then decided to call and the gentleman on the phone was very helpful. We arranged for the collection for yesterday. I stayed in all day waiting but nobody attended. I phoned B&Q today to say that nobody came for the collection, but was told that someone did attend but I wasn't in, I was told they took a picture of the front door of my building. That's unbelievable - I was in all day and instead of pressing my doorbell or calling my mobile phone, they just take a picture of the door and leave. I really do not understand the logic here. I told the woman on the phone that I was in all day and they just needed to press my doorbell (I'm in a second floor flat and I can't see the entrance of my building from any of my windows so this is really the only way they can let me know they are downstairs). She put me on hold for about 5 minutes and then came back and said that she had rearranged the collection for tomorrow. Unfortunately I had to tell her that I will not be available tomorrow and it will have to be Thursday instead. She huffed and then put me on hold for a further 10 minutes to sort it out. Would have just been easier if the woman had asked when I was free. Let's see if B&Q can arrange the collection correctly, and whether they ring the doorbell this time or if they just stand outside taking photos.”

Helpful Report

Posted 7 years ago

“Would never buy or getvthembto fit a kirhcen again, first we paid £50 for surveyor not bad you say, was given a day and time for him to come, 10 minutes after his allotedvtime he rings and says he's lost his van keys, yeah right! Were persuaded to go aheadcwith buying kitchen then on morning if fitting after packing all stuff ready, I had to one and find out where he was, oh he's phoned in sick (same fitter who 'lost' his van keys!!!! Needless to say I told them very nicely where they can shove the kitchen and if it wasn't removed from my property that day they could pick it up in the garden!!!! They are coming to collect and full refund!”

Helpful Report

Posted 7 years ago

“We had kitchen fitted June last year . The washing machine was fitted as an integrated unit . From the time of fitting the washing machine vibrates on high spin rate to the extent that It bounces way out of position . The installer had many attempt to stop this without success . At various times 2 other fitters have tried to rectify the situation again without success . NOT GOOD ENOUGH . Customer service useless . I have been lied to , misinformed and spent days in waiting for promised fitter who did not turn up . I deeply regret dealing with B&Q and would recommend others to steer well clear.”

Helpful Report

Posted 7 years ago

“Travelled 45 miles , 90 mins driving time,, purchased valspar mix paint, wasn't shown mixed colour, when home it was supposed to be cream, it was BLUE, rang store, they said they would ring back,,didn't happen, complained to customer services online, they apologised said store would ring me,,,,didn't happen,,,complained again,,, they said store would ring me,,, hasn't happened,, what on earth do you do to get good customer service from this firm??? Really frustrating.”

Helpful Report

Posted 7 years ago

“I am absolutely shocked at how much I've been lied to and misled. As a well known company, i was expecting reliability of some sort, but i was so wrong. I ordered my kitchen in December and was told it would come on 23rd of Jan. When the date arrived and I didn't get my order, I practically called every single day and even visited the store on numerous occasions, I was given excuse after excuse and fake apology after apology with no real solutions put forward. It got to the point where I would speak to a new member of staff each time i called and they would promise to look into it and call me back but then they would vanish! It turned into a game of chase with me calling everyday asking to follow up with the person I spoke to last and being told ' they are on a break', 'they go home at 2', 'the admin lady has left', 'our system is not working', 'our system thinks there is an outstanding balance', 'there is nothing we can do', 'give me 2 days to find out' and then one by one each person would disappear and I'd never hear from them again! So ironic that there is no consistency whatsoever in any of their processes (deliveries, orders, complaints procedures etc) yet each member of staff was consistent in providing awful customer service: lying, making excuses and refusing to take ownership. Even after contacting the managers and expecting more from them due to their position, we were still let down and fed excuses. it got to Mid February and my husband decided that if all the staff were trying so hard to avoid us, perhaps we should confront them face to face. We visited the store because we wanted to cancel our order and get our money back. We was shocked to discover that the duty manager wanted to remain in his office and use one of the junior sales staff as a messenger, going back and fourth from his office to the shop floor in order to communicate. We turned up at store and we STILL couldn't speak to someone face-to-face? B&Q do you train your staff on customer service? do you pay your staff to sit in their office and avoid calls?? Yet again we were told that the cancellation process would be tedious and long too and we were better off letting them resolve it. we were assured that things would be sorted and we would get a call the following morning with a new delivery date. In the end we did get our kitchen delivered, but surprise surprise, we had to jumnp through hurdles for that too. we were told it would come on specific day and took the day off work, when we called to confirm (because they never ever call to tell you anything) they then said it would be delivered on a different day!! finally we receive our delivery but one item is damaged. The delivery person takes the rejected package and tells us that b&q will replace- when we call b&q they tell us that there is no paperwork or any notes on the system to say that we had rejected the item??/ so even their delivery people are incompetent. every person at every level of this company will let you down and in the end after you are stressed out and sick, you will wish you never ordered with them. stay clear - the hassle is really not worth it.”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,596 reviews